12 – 14 June 2019

The Art of Things Not Done

Session type:Keynote

Session duration:60 minutes

Presented by:

Sophie Dennis

About this Keynote

How often has your vision for transforming a user experience failed to survive contact with the twin enemies of time and budget? The truth is there will always be more you could deliver than you have the people, time or money for. How do we stop just complaining about it and start collaborating with our colleagues and stakeholders to work out how we can deliver the best experience with the resources we have?

Because it is possible to create great customer experiences, even in the face of extreme time and budget constraints, if we learn the art of doing less.

The art of doing less lies in identifying what you can and can't cut without sacrificing the overall user experience. This keynote will show you how to identify the features that are really of most value to users, and build a product roadmap that goes beyond ""minimum viable product” to deliver a “minimum viable experience”. You’ll learn how to combine several simple but powerful concepts - the Kano model, customer journey mapping, and user story maps - to identify where to invest your efforts for maximum customer impact, and deliver the best possible user experience within your time and budget.

About the Speaker

Sophie is a strategic design consultant and coach. She helps organisations deliver better services by putting user needs at the heart of their digital strategy.

After 15 years agency side, Sophie now works mainly as an embedded consultant within client organisations. She leads ambitious user research and discovery programmes, defines digital strategies for major public and third-sector organisations, and helps build high-performing teams able to deliver high-quality user-centred digital services at pace. She is passionate about the transformative power of human-centred design for organisations and society. As chair of Service Design in Government she helps shape the conversation about the future of design for public services and social good.

She is currently leading on digital experience strategy and service design for urgent and emergency care at NHS Digital/England/X. Before that she lead the definition of the new design language and information architecture for the NHS website (nhs.uk), founded the service design practice at DWP, and set up the user-centred design team at Land Registry. With over 20 years' experience leading multi-disciplinary teams on strategic content, design and development projects she's worked for, among others, Public Health England, the Department for Work and Pensions, the National Trust, Land Registry, Bristol City Council, the University of Surrey, Jisc and the Office for National Statistics, and world-leading experience design agencies CX Partners and Nomensa.